The CSS collaborates with multiple business units within Prometric to provide program support. The CSS will also identify opportunities to improve service quality, reduce operating expense, and increase revenue streams within the portfolio through client discovery, development of a value proposition, articulation of solution benefits and client negotiation. The CSS should be skilled in project management tools and techniques and capable of leading global cross-functional teams to accomplish various client objectives.
Responsibilities:
- Drive a consistent cadence of customer coverage activities designed to increase the likelihood of renewals
- Provide basic technical support to ensure customer satisfaction
- First point of contact for client inquiries regarding service issues
- Ensure all contractual obligations are being met, tracked, and communicated to relevant stakeholders across the organization
- Ensure planned activities (publishing cycles, etc.) are being undertaken and completed, serving as de facto PMO
- Collaborate with Account Executive on any opportunities for revenue growth that emerge from daily / weekly interaction with clients
- Raise awareness to the organization of any risks, especially client visits from competitors, mentions of competitive offers to client, etc.
- Use Prometric’s sales tools (e.g., Salesforce.com) and methodology to effectively manage the accounts, opportunities, pipelines and forecast
- Candidate should at least possess Diploma (Advanced / Higher or Graduate) Bachelor’s Degree or equivalent
- 2-3 years of professional experience in account management / client services with a proven track record of managing complex solutions.
- A minimum of 2-3 years’ experience in Customer/ Client Support Escalations, preferably with American clients or have a neutral accent is an added advantage.
- An excellent performance record that demonstrates accountability and reliability.
- Good attendance record with no formal disciplinary action(s) for the past 12 months.
- Ability to multi-task and handle large portfolio of clients
- Effective written and verbal communication skills
- Must be detail oriented
- Must be able to think outside the box
- Must be able to handle irate client escalations
- Must be able to work on their own and be self-motivated
- Must be able to work in a team environment
- Must be able to provide client support services in accurate and timely fashion
- Must be able to develop process improvements to enhance service efficiency and effectiveness.
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